IT Manager I

About the role

The IT Manager I is responsible to lead a team of IT professionals to provide IT Infrastructure and end-user technical support to the Ross Supply Chain Distribution Center Operations team. Works with the IT and business management teams to define overall technical direction. Coordinates the efforts of internal and external staff, and of key business partners in the support of existing production systems and in the execution of new system projects. Serves as a functional and/or technical expert in one or more disciplines.

Responsibilities

• Manages a high-performance team of employees and 3rd party service providers in the support of existing and future distribution center production systems, and in the execution of new technology or infrastructure projects.
• Provides hands-on leadership of the DC IT Operations Team in the day-to-day assessment, installation, monitoring and maintenance of end-user computing hardware and software, mobile devices, handheld RF devices, and wireless infrastructure.
• Maintains a strong working relationship of trust with local DC Operations leadership and associates. Works closely with DC Operations, Maintenance, Training and other DC Support Teams to ensure maximum system uptime and DC Operations.
• Provides coaching and direction to direct reports to empower them to provide superior internal customer service to Distribution Center users.
• Encourages the growth of all direct and/or indirect reports through skills development, objectives and goal setting. Holds direct reports accountable for meeting performance standards and departmental performance goals; mentors staff; measures staff performance and completes regular performance reviews and rankings.
• Ensures end user incidents are resolved in a timely and cost-effective manner.
• Partners with other IT Leaders within the organization to oversee operation of the company's technology infrastructure, including: Networking, Software Engineering & Development, Data Management, Client Computing, Security / Compliance and Help Desk.
• Maintains open communication to IT Sr. Management to keep them apprised on DC IT support and project issues.
• Identifies new methods of improving system performance and stability.
• Drafts, updates, and maintains DC IT Operation standard operating procedures.
• Monitors and tracks IT assets purchased. Keeps asset inventory up-to-date and tracks lifecycle.

Competencies

• Building Effective Teams
• Developing Talent
• Collaboration
• Leading by Example
• Communicates Effectively
• Ensures Accountability & Execution
• Manages Conflict
• Business Acumen
• Plans, Aligns & Prioritizes
• Organizational Agility
• Planning
• Communication
• Time Management
• Motivating Others
• Customer Focus
• Dealing with Ambiguity
• Problem Solving

Requirements

• 5-10 years' experience as an IT Operations Manager overseeing a team of 3-5 employees.
• Demonstrated ability to thrive in an ambiguous and fast-paced IT environment.
• Demonstrated ability to prioritize time and tasks with little direction in order to complete work on schedule.
• Excellent planning and organizational skills. Demonstrated ability to bring order to complex and competing demands.
• Proven skills in leadership development and team building. Ability to share expertise to team in order to motivate and coach them to improve their performance.
• Hands-on leadership style with strong analytical problem-solving skills to help the team in complex problem solving and project execution.
• Exemplary customer service skills and communication etiquette.
• Demonstrated exceptional professionalism in communication, demeanor, and teamwork with customers, peers, and management.
• Experience working with stakeholders to communicate issues while balancing business expectations.
• Ability to effectively communicate at all levels of the organization. Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Ability to be flexible and willing to work extended hours when necessary.

Preferred qualifications

• Experience in a Distribution environment.
• Project Management experience.
• Microsoft, Cisco, or other IT Professional Certifications.
• Extreme / Aruba Wireless expertise.

Education / Certifications

Undergraduate degree or equivalent work experience in information systems, computer science, or a related technical discipline.

Physical requirements

• Job requires ability to work in an office environment, primarily on a computer.
• Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
• Consistent timeliness and regular attendance.
• Vision requirements: Ability to see information in print and/or electronically.
• Job occasionally requires bending, kneeling, reaching and lifting to 50 pounds.
• May require occasional driving and/or traveling overnight for business functions or site visits.
• This role requires full-time in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

Supervisory responsibilities

• Sr. Systems Administrators
• Systems Administrators
• Assistant System Administrators